Delivery Hero

Manager of Product Support

Aklamio

• Developed, implemented and led vision and direction of the Customer Support Team across all seniority levels.
• Coached and defined directional plans to address any KPI deficiencies  and career progression paths in partnership with the Managers and Team Leads.
• Acted as an active stakeholder in the Revenue team as well as liaising with Product, Integrations, Marketing and Data teams to uncover and address partner and customer pain points.
• Lead customer service strategic initiatives to transform the way we support and serve our customers (analysing and refining existing team and company processes and guidelines to assure a high level of e efficiency and improved CSAT).

Head Of Customer Support

Care.com

• Managed Customer & Provider Service Operations for 16 European and overseas countries (incl. AU, NZ, CA) for a multi milion subscriber base.
• Conducted analysis and reported on operational KPIs and adjusted processes and staffing to ensure SLAs and goals are being met. 
• Developed Operational forecast and planning including scheduling, hiring, cross-training, tool and process optimization. 
• Organised collaboration with independent and cross-functional teams icluding Product, Marketing, DevOps and Salesforce to present and prioritize customer insides in the areas of Member Servicing, Member Review and Safety projects.
• Analysed and refined existing operational processes and guidelines as well as working with outsourcers to ensure consistent performance and cost containment.

Operations Manager

Skyroam

Actively contributing to creating and maintaining good customer relationships and ensuring smooth sales team operations.

Assisting sales teams in their everyday job by providing all necessary data, reports, tech support, customer care and product information. 

Coordinating and monitoring the work of various departments involved in production, warehousing, pricing and distribution of goods. Monitoring performance and implementing improvements. Ensuring quality of products. Providing technical support where necessary.

Providing troubleshooting assistance for customer orders, account statuses and other relevant problems. Dealing with any customer complaints and resolving the issue as necessary.

Basic account management for B2B customers as well as wholesale resellers and partners. 

Maintaining close cooperation with Marketing and Product team in order to develop new product and features and to ensure Sales team is on board. 

Reviewing orders and specific customers’ requests to ensure excellent customer service and customer experience. Liaising between Sales team and Product in order to address customer’s needs and feedback.

Managing sales tracking tools and report on important information as well as keeping record of sales trends. Managing and maintaining Sales and Tech Ops CRMs to ensure information quality. 

Keeping a close eye on the inventory, forecasting, movement of goods. Ensuring warehouse efficiency. 
Ensuring that products are manufactured in a correct, cost effective and timely manner in alignment with specifications and quality requirements. 

Working closely with GM and management team to set and/or implement policies, procedures and systems and to follow through with implementation.

Sales Support Manager

Trade Machines FI GmbH

Developing and maintaining a strong long-term relationship with Trade Machine's customers and partners to ensure customer satisfaction, growth and retention as a result of gaining a deep understanding of the needs and goals of our customers.
Ensuring a smooth onboarding experience for new customers and supporting them throughout the process. Resolving issues, identify and mitigate risks which threaten customer growth or retention. Driving technical issue escalation within multiple internal and external teams. Proactively driving adoption and increasing retention through an ongoing dialogue, monitoring of customer data and utilization of analytics tools.
Liaising between customers and product management by ensuring that customer needs are reflected in product development and customers are aware of new features. Prepare and educate customers on new features and releases. Champion and advocate for customer requirements within Trade Machines.
Preparing and reviewing operational performance reports with customer, as appropriate for weekly, monthly, and quarterly cadence.
Proactively working with sales on subscription renewals, identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.

Customer Success Manager

Movinga

Ensuring a smooth order process for customers, from start to finish. 
Proactively dealing with any issues and resolving customers requests from multiple channels. Facilitating communication between the Removal Agents and Operations team in an effort to accommodate customer's wishes and needs.  Assisting customers with any questions regarding Movinga and its services. Collecting reviews and collaborating with all departments in response to the learnings. Internal quality assurance in order to identify weak points and areas in need of improvement.

Customer Care Officer

HomeToGo

Supporting Country Managers (PL, UK, US) in their daily tasks, employing different SEO tools and techniques, testing and escalating successful ones, working on linkbuilding, monitoring backlinks and supporting projects in PR, researching, writing and translating press releases with cooperation with country managers as well as PR agencies, content promotion and outreach: define and execute the outreach to maximise the impact of every content piece and optimise web contents according to the SEO strategy, managing and updating HTG websites, cooperation with other departments to improve the company's brand awareness.

PR & SEO Manager

Fara Charity Shop

Building and maintaining relationships with customers. Great work and people management in organizing donations and achieving targets.  Creativity in setting up displays and play-days. This position made me learn about whole new baby and kids market that proves my skills in quick learning and assimilating into new environments.

Sales Assistant

Metropolitan Police

A 3 months summer project (extended until June 2013) focusing on the investigation of various swabbing materials for the collection and recovery of gunshot residue (GSR) and low explosives. Analysis performed for organic and inorganic counter ions commonly present in GSR. Cation analysis was performed using an isocratic unsuppressed cation exchange/chelation IC method and anion analysis was performed by suppressed anion exchange chromatography

Intern

Tsuru

An opportunity to exercise my leader and interpersonal skills to keep the team motivated. Clear and confident when giving instructions, as well as calm under pressure and a quick problem-solver while dealing with customers or handling complaints. Managing orders, communicating with suppliers,

Supervisor/ Assistant Manager

Driving Operational Excellence & Customer Satisfaction | Transformational Leadership | Community Building | Strategic Partnerships | Cycling and Outdoors 🚴‍♂️🌲

With over 7 years of experience in managing customer and product support operations, I am passionate about delivering exceptional service and value to both internal and external stakeholders. I have a proven track record of leading and coaching diverse and cross-functional teams, optimizing processes and tools, and collaborating with product, marketing, and technology teams to drive business outcomes and customer loyalty.

As the Manager of Product Support at Delivery Hero, I oversee the support operations for the global online food delivery platform, ensuring the quality and efficiency of the services provided to millions of customers and partners across 40+ countries. I am also responsible for developing and implementing the product support strategy, aligning it with the company's vision and goals, and fostering a culture of growth mindset, innovation, and continuous improvement. I enjoy working in a dynamic and fast-paced environment, where I can leverage my skills in problem-solving, communication, and data analysis to create positive impact and value for the Delivery Hero community.

Defying Professional Norms: Challenging the Idea of 'Looking the Part' 🤔 


Long time no post or LinkedIn activity from my side, as I was battling the elements and tackling the mountains and deserts of the Spanish Badlands during a wonderful komoot Women’s Rally. 

Apart from the memories and friendships I made, I also acquired a rather peculiar tan!

So when I met with the dear Tamara Rose Morales this morning, first thing I said was „good that I don’t have a job now where I’d have to go speak about important things to important people, because I look like a crazy person”. 

She challenged that saying that maybe it’s important to change this narrative, to not feel ashamed because I don’t fit the professional image with my c̶r̶a̶z̶y̶ post-adventure look. That it doesn’t take away from my skills and competence. 

Similarly, after posting a selfie on my Instagram a friend rightly pointed out that I should: „Wear it with pride, it‘s hard earned and a reminder that you have been outside doing epic sh*t”. 

So, I'm standing tall as a proud, capable, and slightly sun-kissed raccoon! 🦝💼

Photo in comments if you need a giggle 😅 
Let's celebrate the beauty of being authentically ourselves! 🌟✨



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I'm Kasia, an outdoor enthusiast who transitioned from forensic science to tech, currently looking for opportunities in the cycling and outdoor industry. Let's connect! 👋

Taplio

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